Triage on arrival
Every ticket is read and routed before anyone opens it.
AI agents for Support
Resolve the routine. Keep people on what matters.
Agents triage tickets, draft replies and resolve routine cases. Refunds, escalations and sensitive replies stay with your team.
Faster answers without losing the human touch.
Drafts your team trusts
Replies are drafted from your help docs and past answers.
People on the hard cases
Refunds and escalations always go to a person.
Ticket triage
Incoming tickets are classified by intent and urgency and routed to the right queue and agent.
Can someone check the Acme renewal before Friday?
Confidence 91%
Intent Vendor renewal review
Workstream Procurement ops
Agent Renewal analyst
Skill Risk packet
Missing: legal threshold for review
Reply drafts from your knowledge
The agent drafts replies from your help docs and policies. A person reviews them until you are ready to let routine ones go out.
Sources PoliciesPlaybooksSOPsCustomer notes
Allowed scope
Workspace Sales ops
Agent Revenue analyst
Skill Account brief
Routine cases resolved within limits
Clearly safe cases such as order status can be resolved end to end as the agent earns trust.
- Draft only A person sends every result
- Approve each step The agent acts after a yes
- Approve risky steps Routine steps run on their own
- Run routine cases Sensitive actions still wait
Payments above threshold Always needs approval
Refunds and escalations to people
When a case needs judgment, the agent stops and hands it to the right person with the history attached.
- Read the refund request
- Check the order history
- Refund above team limit
Escalated Needs a decision from Priya, Support lead
The agent paused this step. Reminder sent after 2 hours.
Approve Pause run Cancel
Template library
Start from a Support template.
Ready made workflows for Support teams. Each one comes with its steps, an agent setup, approval rules and the skills it needs.
- Support template
Ticket triage
- Workflow steps
- Agent setup
- Approval rules
- Skills
A person approves: urgent escalations
- Support template
Reply draft from help docs
- Workflow steps
- Agent setup
- Approval rules
- Skills
A person approves: replies until trusted
- Support template
Refund escalation
- Workflow steps
- Agent setup
- Approval rules
- Skills
A person approves: every refund
Getting started
How Support teams get started.
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Pick one workflow
Start with a real support workflow that repeats every week.
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Connect your tools
Agents work inside Gmail, Slack, Microsoft Teams, HubSpot and your help desk.
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Set the rules
Choose what the agent may do alone and what waits for a person.
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Start with review
A person checks the work at first. Give the agent more room as it earns trust.
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Expand what works
Add the next workflow, or bring the same setup to another team.
Every feature runs inside the same six controls.
Identity, access, approvals, supervision, audit and policy apply to every agent and every run, whichever part of the workspace it happens in.
See governance and audit- Identity
- Access
- Approvals
- Supervision
- Audit
- Policy
Built for every team
FAQ
AI agents for Support: questions and answers
Short answers to what support teams ask before they start.
Contact us directlyWill the agent reply to customers on its own?
Only for the cases you allow. Most teams start with drafts that a person reviews, then let clearly routine cases go out.
What happens with an angry or complex customer?
The agent escalates to a person with the full history, instead of guessing.
What always stays with a person?
Refunds, escalations, sensitive replies and anything off script. You can add more rules at any time.
Which tools does it work with?
Common tools for support teams include Gmail, Slack, Microsoft Teams, HubSpot and your help desk. Ask us about the tools your team uses.
Do we need engineers to set this up?
No. During early access we configure and deploy your first workflows directly with your team.
The multiplayer workspace for humans and AI agents is how teams move beyond prompting and safely hand AI real work. It gives people one place to plan, approve, and oversee execution, so they can run work with AI agents they can govern and trust.